How do I add a staff signature to the response I send for an incident?

Environment

Staff Account Signatures when responding to incidents

Oracle B2C Service

Resolution

There are two options to choose from when using signatures when responding to incidents - including the signature in the staff account or creating a standard response that can be included in the response that is sent.

Signatures in Staff Accounts

When configuring a staff account, you can enter a block of text in the Email Signature field. When sending a response, staff members can specify whether to include the signature with the incident response that is sent.

The staff member can click the Options button on the Message toolbar of the incident thread to display the incident response options. If the Staff Account has content in the Email Signature field, the 'Include Signature' option will display within the Options. Note: For each staff account the 'Include Signature' option is selected by default. In order to disable the 'Include Signature' being selected by default, simply uncheck the 'Include Signature' box. If the Email Signature field is null, the 'Include Signature' option does not display within the Options.

For more information on enabling visual email, refer to Answer ID 4466: Visual Email Editor. Note: If you are on version November 2011 and newer but do not have visual email enabled, then refer to the section below.

Signatures in Standard Text Responses

You can create a standard text response for each staff member to use as their personal staff signature. Then, the staff member can use the hotkey shortcut to append their standard response to the incident thread.

If you wish to create signatures for multiple staff members, you can keep these responses in their own folder for clarity.

Add a Standard Text Response for Each Appropriate Staff Member

1. From the Configuration items, select Service > Standard Text. 
2. To add a new standard text, click the New button on the ribbon.
3. Enter a response name in the Name field, i.e. Bill signature.
4. Enter a shortcut in the Hotkey, the initials of the staff member, for example.
5. For the Type, select Incident Text.
6. In the Value field, with the Text radio button selected, enter the signature text.
7. Select the appropriate interface visibility 
8. Click Add.

From the Edit Incident page, the staff member can append their personal response at the end of each response that is sent.

Note: You can add a shortcut ID in the hotkey field. Then, from the Edit Incident page, press F8 and enter the shortcut ID in the pop-up window. The response is appended automatically.

For additional information, refer to the 'Add or Edit a Staff Account' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.